Talkdesk

C'est le premier logiciel pour centre d'appels basé sur le cloud au monde.

4,6 /5 (657 avis) Donnez votre avis !

Talkdesk - Présentation

Description du logiciel Talkdesk

Talkdesk est la première solution au monde de centre d'appels basée sur un navigateur qui aide les entreprises du monde entier à renforcer leurs relations clients. Plébiscitée par Box, Shopify et des milliers d'autres entreprises leaders orientées clients, elle permet aux agents de disposer d'une vision à 360° des clients.

La solution Talkdesk permet aux entreprises de :
– Avoir des conversations plus personnalisées avec les clients et les prospects ;
– Améliorer la productivité et l'efficacité de l'équipe ;
– Prendre des décisions basées sur les données pour améliorer les indicateurs de performance clés.

La solution offre des intégrations fluides dans les outils commerciaux comme Salesforce, Zendesk, Slack, Desk.com et plus de 20 autres applications majeures. Dotée de centaines de fonctionnalités personnalisables, notamment des flux de travail automatisés, des outils de reporting en direct et un routage basé sur les compétences, c'est la solution de centre d'appels idéale pour les entreprises de toutes tailles.

Talkdesk - Présentation

Prix

À partir de
N/A

Types de licence

Essai gratuit
Abonnement
Rapport qualité-prix

Talkdesk - Fonctionnalités

Appareils
Pour quelle entreprise ?
TPE PME GE
Disponible dans les pays suivants
États-Unis, Canada, Royaume-Uni, Australie, Inde et 3 autres, Allemagne, Brésil, Mexique
Langues
allemand, anglais, espagnol, français, italien, portugais, russe

Médias

Talkdesk Customer Activity Feed
Talkdesk Historical Reporting Dashboard
Talkdesk Live Reporting Dashboard
Talkdesk for Salesforce
Talkdesk for Zendesk
Talkdesk Callbar
Capture d'écran pour Talkdesk : Talkdesk Customer Activity Feed Capture d'écran pour Talkdesk : Talkdesk Historical Reporting Dashboard Capture d'écran pour Talkdesk : Talkdesk Live Reporting Dashboard Capture d'écran pour Talkdesk : Talkdesk for Salesforce Capture d'écran pour Talkdesk : Talkdesk for Zendesk Capture d'écran pour Talkdesk : Talkdesk Callbar

Talkdesk - Avis

Talkdesk - Avis

Note globale
4,6
/
5
Excellent
418

Très bien
201

Moyen
28

Médiocre
4

Mauvais
6

Rapport qualité-prix
4,5
Fonctionnalités
4,4
Simplicité d'utilisation
4,7
Support client
4,6
94% des utilisateurs recommandent cette application
Cortney K.

TalkDesk is above the rest! - Cortney K

TalkDesk has been reliable and above the rest. We started with ShoreTel and switched to TalkDesk and the improvements are not measurable.


Traduire avec Google Translate
Eulogio A.

Great sound quality... Admin page has room for improvement.


Traduire avec Google Translate
Utilisateur vérifié

Worst experience we had

I was really happy that i found a cloud sollution for our company with lots of integrations.
The contract was made in just couple of days and we started to use the solution from day 1. The sale agent was really great.

Now, the problems started when we opened the first ticket to support which was handled in 3 or 4 days (for a call-center sollution this is extremely high). There are tickets which was never handled. Later on if you wanted a ticket to be resolved you needed to go on their facebook page and write the ticket number along with a small complain. Take a look on their facebook page, and you will see lots of complaints there along with tickets number.

After couple of months we have seen a really high raise in our cost and we knew that something is not normal. After a small investigation we discovered that we have been overcharged with over 3000$ in 4-5 months. After an intern audit which was done in over 6 weeks by Talkdesk, we have recieved the money back to our talkdesk account. The fun part is that we cannot use the money which was taken illegaly for paying the monthly services, they need additional money.

This is totally unacceptable! Anyway, it was a lot of friction between us. We even try to contact the CEO of TalkdDesk on Linkedin which by the way didnt't even reply to our problem.
Talkdesk was the worst experience in 8 years since i have started the company. Think twice before you will use their services.


Traduire avec Google Translate
Anthony G.

My Talkdesk experience

All people from Talkdesk are very involve since the deployment process. During implementation, we deal with PS, they are just amazing, and they understand very well our organization and how we work. They also help us to improve our contact center. After implementation, we have our CSM and TAM who are taking over and it was very smooth. When we were on "run" the support team have been also very reactive, they answer very fast on all our quick request.


Traduire avec Google Translate
Kerri K.

Talkdesk was there when we needed it

Easy to use, with the options to expand and customize TD to your needs.


Traduire avec Google Translate
Cortney K.
Secteur d'activité: Immobilier
Taille de l'entreprise: 201-500 employés
Traduire en français
Traduire en français

TalkDesk is above the rest! - Cortney K

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 18/11/2019
Provenance de l'avis : Capterra

TalkDesk has been reliable and above the rest. We started with ShoreTel and switched to TalkDesk and the improvements are not measurable.

Avantages

The ease of use is the best. As long as you have an established internet connection, you can use TalkDesk anywhere!

Inconvénients

Sometimes the audio is best when connected via ethernet cable.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 10.0/10

Eulogio A.
Secteur d'activité: Immobilier
Taille de l'entreprise: 51-200 employés
Traduire en français
Traduire en français

Great sound quality... Admin page has room for improvement.

Logiciel utilisé tous les jours pendant 6 à 12 mois
Publié le 14/09/2020
Provenance de l'avis : Capterra

Avantages

What I like the most about TalkDesk is the functionality and seamless integration between the Talkdesk bar and Salesforce. Being able to pull up a lead's file in Salesforce through the TalkDesk bar is such HUGE timesaver!!!!

Inconvénients

Being in a call center where we connect potential clients with our real estate agents located all throughout the country, it is crucial to have quick access to our agent's personal phone #'s. We haven't been able to add, delete, or update any phone numbers to our "Favorites" list (serves as our internal phone directory) for a couple of weeks now and it doesn't seem like like any solutions are on the way

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 6.0/10

Utilisateur vérifié
Secteur d'activité: Internet
Taille de l'entreprise: 11-50 employés
Traduire en français
Traduire en français

Worst experience we had

Publié le 06/11/2015
Provenance de l'avis : GetApp

I was really happy that i found a cloud sollution for our company with lots of integrations.
The contract was made in just couple of days and we started to use the solution from day 1. The sale agent was really great.

Now, the problems started when we opened the first ticket to support which was handled in 3 or 4 days (for a call-center sollution this is extremely high). There are tickets which was never handled. Later on if you wanted a ticket to be resolved you needed to go on their facebook page and write the ticket number along with a small complain. Take a look on their facebook page, and you will see lots of complaints there along with tickets number.

After couple of months we have seen a really high raise in our cost and we knew that something is not normal. After a small investigation we discovered that we have been overcharged with over 3000$ in 4-5 months. After an intern audit which was done in over 6 weeks by Talkdesk, we have recieved the money back to our talkdesk account. The fun part is that we cannot use the money which was taken illegaly for paying the monthly services, they need additional money.

This is totally unacceptable! Anyway, it was a lot of friction between us. We even try to contact the CEO of TalkdDesk on Linkedin which by the way didnt't even reply to our problem.
Talkdesk was the worst experience in 8 years since i have started the company. Think twice before you will use their services.

Avantages

Nice app, nice design, easy to use, good quality of sound.

Inconvénients

Support and Billing needs to much time to reply. The billing system is not transparent at all. You cannot see the cost of each call in your dashboard. You never know when you will be overcharged. Nobody cares about you after you have signed the contract. They are interested only in your money.

Traduire en français

Réponse de Talkdesk

We're really sorry about your experience, and we definitely agree we could have done a much better job in this case. In the course of this year, we've significantly grown the Talkdesk team, switched to a new billing system, and gone from 2 people working in support, to over 30. We're now answering most support enquiries within a few hours, and satisfaction rates are very high. We're available 24 hours a day during the week to assist our customers. We've replied directly to you specifically addressing the final concern you had, and you've now told us you consider the problem solved. We hope you continue to stay with us, but if you do decide to leave we understand and we'll make it as easy as possible for you to move elsewhere.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Anthony G.
Secteur d'activité: Hôtellerie
Taille de l'entreprise: 501-1 000 employés
Traduire en français
Traduire en français

My Talkdesk experience

Logiciel utilisé tous les jours pendant 6 à 12 mois
Publié le 17/08/2020
Provenance de l'avis : Capterra

All people from Talkdesk are very involve since the deployment process. During implementation, we deal with PS, they are just amazing, and they understand very well our organization and how we work. They also help us to improve our contact center. After implementation, we have our CSM and TAM who are taking over and it was very smooth. When we were on "run" the support team have been also very reactive, they answer very fast on all our quick request.

Avantages

The best feature for me is the Salesforce integration. It was on our main requirement and I'm really happy because it's 100% integrated. The other thing very important is the easy way to implement the solution. Talkdesk is a very user-friendly tool and it's an easy software to use

Inconvénients

I would like to have more options and granularity on the Talkdesk roles and be able to personalize more who get access on which feature

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 10.0/10

Kerri K.
Secteur d'activité: Immobilier
Taille de l'entreprise: 51-200 employés
Traduire en français
Traduire en français

Talkdesk was there when we needed it

Logiciel utilisé tous les jours pendant 6 à 12 mois
Publié le 14/09/2020
Provenance de l'avis : Capterra

Easy to use, with the options to expand and customize TD to your needs.

Avantages

I really like how Talkdesk allows you to view and customize the reporting section of the site. You are able to see the statuses of your agents and the number of calls coming in, response times, etc. Having a dashboard so visibly appealing and easily usable is fantastic.

Inconvénients

I do NOT like that you cannot put a client on hold. You have to mute them before finding the number to transfer them. Super frustrating.

Note détaillée

Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 7.0/10

Recommandation utilisateur
8,8/10
Basé sur 657 avis utilisateurs
Comparatif avec les logiciels similaires : recommandation utilisateur
Comparer avec les alternatives

Talkdesk - Prix

Talkdesk - Prix

À partir de
N/A
Essai gratuit
Abonnement
Rapport qualité-prix
Rapport qualité-prix
4,5/5
Basé sur 657 avis utilisateurs
Comparatif avec les logiciels similaires : rapport qualité-prix
Comparer avec les alternatives

Talkdesk - Fonctionnalités

Talkdesk - Fonctionnalités

API
Chat
Conférences
Conférences vidéo
Enregistrement des appels
Gestion de la communication
Gestion des contacts
Identification de l'appelant
Intégration de tiers
Messagerie instantanée
Messagerie vocale
Notifications automatiques
Outils de collaboration
Rapports en temps réel
Rapports et statistiques
Routage des appels
Stratégie de marque personnalisable
Suivi des appels
Tableau de bord d'activités
Transfert d’appel
Fonctionnalités
4,4/5
Basé sur 657 avis utilisateurs
Comparatif avec les logiciels similaires : note sur les fonctionnalités
Comparer avec les alternatives

Catégories

Talkdesk - FAQ

Talkdesk - FAQ

Voici quelques-unes des questions fréquentes sur Talkdesk.

Q. Quels sont les types de licence disponibles pour Talkdesk ?

Types de licences disponibles pour Talkdesk :

Type de licence: Abonnement

Essai gratuit: Disponible

Q. Quelles sont les principales fonctionnalités du logiciel Talkdesk ?

Nous n'avons pas d'informations sur les fonctionnalités de Talkdesk.

Q. Qui utilise Talkdesk ?

Utilisateurs habituels du logiciel Talkdesk :

PME, Grandes entreprises, Entreprises de taille moyenne

Q. Dans quelles langues Talkdesk est-il disponible ?

Langues dans lesquelles Talkdesk est disponible :

allemand, anglais, espagnol, français, italien, portugais, russe

Q. Quels sont les types de licence disponibles pour Talkdesk ?

Types de licences disponibles pour Talkdesk:

Abonnement

Q. Talkdesk prend-il en charge les appareils mobiles ?

Appareils pris en charge par Talkdesk :

iPhone, iPad

Q. Avec quelles applications Talkdesk peut-il s'intégrer ?

Applications s'intégrant à Talkdesk :

Freshdesk, Help Scout, LiveChat, Nimble, Olark, Pipedrive, PlayVox, Slack, Zendesk, injixo

Q. Quelles sont les ressources d'aide disponibles pour Talkdesk ?

Ressources d'aide disponibles pour Talkdesk :

FAQ, Forum, Base de connaissances, Support en ligne, Support téléphonique, Tutoriels vidéo